Refund policy

At SoulReady, we want you to be happy with your purchase. If you change your mind or there is a problem with your order, please contact us and we will help you with the next steps.

1. Cancelling an Order

If you want to cancel your order, please email us at soulready@post.com as soon as possible and include your order number.

We will do our best to cancel your order before it enters production or fulfilment. However, because some products may be made or prepared specifically for your order, cancellation may not be possible once production or fulfilment has started.

Your statutory consumer rights are not affected.

2. 30-Day Returns

We accept eligible returns within 30 days of receiving your order.

To qualify for a return, the item must:

  • Be unused and unworn.

  • Be in its original condition.

  • Be free from stains, damage, strong odours or other signs of use.

  • Include the original tags and packaging where reasonably possible.

You may inspect an item in the same way you would in a shop. However, if an item has been used or handled beyond what is reasonably necessary to inspect it, we may reduce the refund or refuse the return where permitted by law.

3. How to Request a Return

Before sending anything back, please contact us at:

Email: soulready@post.com

Please include:

  • Your order number.

  • The name of the product you want to return.

  • The reason for the return.

  • Whether you are requesting a refund or another appropriate resolution.

Please do not send your return to an address without first contacting us. We will provide the appropriate return instructions.

4. Return Postage

If you are returning an item because you have simply changed your mind, you will normally be responsible for the cost of returning the item to us.

If your item is faulty, damaged or incorrect, please contact us before returning it. Where required by law, we will cover reasonable return costs.

5. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or different from what you ordered, please contact us as soon as possible at soulready@post.com.

Please provide your order number and, where appropriate, photographs showing the problem.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, price reduction or refund.

6. Refunds

Once your return has been received and checked, we will confirm whether your refund has been approved.

Approved refunds will normally be issued to the original payment method used to place the order.

Please allow reasonable time for your bank or payment provider to process the refund after it has been issued.

Where you exercise a statutory right to cancel an order, any refund will include standard delivery charges where required by law. Any additional cost you paid for premium or express delivery will not normally be refundable.

7. Personalised and Made-to-Order Products

Personalised or made-to-order products may not be eligible for cancellation or return where the law allows an exception.

However, this does not affect your legal rights if the product is faulty, damaged or does not conform to the contract.

Any applicable restrictions will be made clear before you complete your purchase.

8. Items That Cannot Be Returned

Some products may be excluded from our standard change-of-mind returns where permitted by law. These may include:

  • Personalised or made-to-order products.

  • Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been broken.

  • Other products where a legal exception applies.

If an exclusion applies to a product, we will make this clear before you purchase it.

9. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law.

If a product is faulty, not as described, not fit for purpose or otherwise does not meet your legal consumer rights, you may have additional rights and remedies.

10. Contact Us

If you have any questions about returns, cancellations or refunds, please contact us:

Soul Ready Ltd trading as SoulReady
Company number: 16938902
Address: Flat 1, 157 London Road, High Wycombe, HP11 1BT, United Kingdom
Email: soulready@post.com

We aim to respond to customer enquiries as promptly as possible.Β